This book deals with some of the central issues connected with the current debate about how to make public services responsive to consumers. These issues form a significant aspect of the so-called "citizen's charters" which have been prepared by all three main political parties and which will be prominent up to, during and after the next General Election. It is based upon an empirical study of grievance and complaints about local authority services, and how these are dealt with, in an authority reputed to have a good complaints procedure. The study of procedures in a "good" authority enables recommendations to be made which will help all authorities to establish procedures which are more responsive to the needs of citizens.
Sprache
Verlagsort
Verlagsgruppe
Zielgruppe
Für höhere Schule und Studium
Für Beruf und Forschung
Illustrationen
Maße
Gewicht
ISBN-13
978-1-85628-302-1 (9781856283021)
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Schweitzer Klassifikation
Autor*in
all of Department of Social Policy, University of Newcastle-upon-Tyne
Citizens' grievances and the local authority - a bottom-up approach; grievances about local government services; making complaints about local government services; grievance chasers - from private grievance to public complaint; the response the complaints within the local authority; legal and administrative services - dealing with complaints; the working of the complaints sub-committee - citizen participation in action; pavement accidents and the local authority; towards the responsive local authority.
